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Customer Experience

Continually improve customer experiences

Anticipate needs and collaborate with customers to increase their lifetime value and reduce churn.

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Is your organization customer-centric?

Are you listening?

75% of consumers don’t think companies use all the feedback they give them, and 1 in 10 think it’s never used.1

How fast can you act?

87% of organizations can’t take rapid action to solve customer experience issues.2

Customers are ready to help

75% of consumers want to help brands improve the experiences they create.3

1, 3 The Alida 2021 Global Trends Report: Customer Experience
2 McKinsey & Company - Prediction: The future of CX, 2021

Understand, analyze, and deliver on customer needs based on data, not assumptions

  • Grow advocacy and engagement by learning what drives loyalty, what drives churn and ways to deliver more value throughout the lifecycle.
  • Boost revenue by progressively profiling loyal customers to better target them for cross-sell and up-sell.
  • Increase satisfaction and reduce the cost-to-serve by recognizing and prioritizing improvement opportunities.
Our goal is to achieve an even deeper sense of community, brand relevance and affinity, by continuing to be guest-centric in everything we do.

– Adrienne Salter, Senior Manager Global Brand Insights
Group 31

Alida gives you 10X insights, 10X faster for 10X better customer experiences

  • Get rapid, high-response feedback to proactively identify issues and opportunities.
  • Monitor your key metrics throughout the customer journey to improve satisfaction, advocacy, and retention.
  • Close the loop efficiently with automated actions that mitigate risks to the business and make customers feel heard.
  • Validate and test assumptions with an always-on community of highly engaged customers.
  • Collaborate with your customers to drive continuous improvements to their experience.
We are now better understanding the needs of our customers and what is working and what is not. We are also better understanding subscriber behaviors and needs and how to maintain their loyalty going forward.

Review collected by and hosted by G2.com
Group 32
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"We are enabling a 360 degree view of customer, dealer and employee perceptions on key business topics. The 5 insight communities complement each other, providing a different lens on a subject."

Emma Johnson, Manager of ConsumerOne Connection & Experience Innovation, Toyota GB

Read their story

One, continuous process that delivers 10x value.

Access

Keep the pulse on your customers

Analyze

Put customer feedback into context

Act & Acknowledge

Collaborate with engaged customers

Event-driven surveys collect contextual feedback with triggers based on specific events

Campaign-based pulse surveys gauge sentiment or awareness on an ad hoc basis

Digital Intercept surveys gather real-time feedback within any web platform or digital product

Video surveys capture customer voices and expressions. Analyze to determine sentiment and themes

Customer Advisory Boards facilitate timely and context-rich conversations with customers

NPS Surveys help you gauge the level of customer advocacy

Social Reviews monitor customer feedback from over 100 review sites

Sentiment analysis for voice and text turn qualitative insights into measurable, actionable information

Central data lake provides rich context by storing and synthesizing information from multiple sources

AI & advanced analytics help you spot patterns, prioritize issues, and predict changes

Integrated customer insights from Alida and 3rd party systems

Role-based dashboards empower your entire organization with direct access to data on desktop ormobile

Case management addresses customer concerns with automated responses

Automated actions trigger follow-up surveys and communications with zero- touch automation

Customer insight communities bring people together to validate, test, and innovate collaboratively

Hubs inform community members and stakeholders about progress toward goals

Total Experience Management

How to create a CX program that drives innovation

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Alida is a Community Research platform that helps the world's biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation.